How do you handle irate passengers?

9 Tips for Dealing with Difficult Passengers
  1. Keep it on the down-low. If a passenger raises a concern or looks as if they're about to cause a scene, respond in a calm, quiet manner. ...
  2. Switch it up. ...
  3. Use distraction. ...
  4. Talk to a colleague. ...
  5. Show compassion. ...
  6. Stop serving alcohol. ...
  7. Answer questions. ...
  8. Be kind to parents.




People Also Ask

If a passenger raises a concern or looks as if they're about to cause a scene, respond in a calm, quiet manner. Sometimes all it takes is a simple request from Cabin Crew to stop a certain behaviour. And there's nothing more counterproductive than embarrassing or provoking an upset passenger.

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The first step in intervention would be for a member of the Cabin Crew to attempt speaking with the passenger. Often, this contact is all that is required to defuse the behavior and to gain the passenger's cooperation. If it does not, then the situation should be handled as appropriate to the level of unruly behavior.

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The most important thing is to deescalate the situation, which can be done by separating the passengers, just talking to them, or telling them what might need to be done if the situation can't be resolved, like landing at the nearest airport or being arrested once you're on the ground.

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“I would repeat my instruction to the passenger, in case he/she misheard me due to cabin noise, and emphasize the consequences of disobeying a crew member. If the passenger still refuses to comply, I would seek assistance from other flight assistants. As a last resort, I would report the situation to the captain.”

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Here are 12 tactics (direct from a 40 + year flight attendant) your team can use to help reduce conflict:
  1. Allow customers to talk. ...
  2. Show you care. ...
  3. Use the correct tone. ...
  4. Be neutral. ...
  5. Don't react. ...
  6. Focus. ...
  7. Use verbal softeners. ...
  8. Make angry conversations private.


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  1. Talk to them beforehand about how they're feeling. Your passenger might be afraid to tell you they're nervous. ...
  2. Ask if they experience motion sickness. ...
  3. Go for short flights first. ...
  4. Tell your passenger what you're doing. ...
  5. Give them something to focus on. ...
  6. Stay calm and be supportive.


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Some examples of strengths that flight attendants include the following:
  • Being able to handle difficult customers/passengers.
  • Being calm in emergency situations.
  • Having a good memory (for faces, names, details)
  • Being able to think on your feet.
  • Good people skills.
  • Being physically fit.


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Really pay attention and listen to the passenger's complaint, and reassure them that you understand and sympathise with their frustration. Ask them what will make the situation better for them. Hopefully they will be reasonable and you can find some common ground to appease their frustrations.

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The idea is to keep your brain focused. “What I will typically do is engage with the passenger with a friendly unrelated conversation to ease their mind off any anxious thoughts that may come during turbulence,” Jiménez said. “I also offer them something to drink. A smile and a distraction go a long way.”

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Try holding your breath and then breathing deeply, or better still, force yourself to breathe out for as long as you can and then take a long, deep breath. Seif and Farchione both recommended taking deep breaths, since this triggers the calming response and can help to prevent hyperventilation.

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Use the Valsalva maneuver during ascent and descent. Gently blow, as if blowing your nose, while pinching your nostrils and keeping your mouth closed. Repeat several times, especially during descent, to equalize the pressure between your ears and the airplane cabin.

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Section 44902(b) of the FAA, known as “permissive refusal,” provides pilots with broad authority to remove passengers. The pilot in command stands in the role of the air carrier and can decide whether to remove a passenger from a flight for safety reasons.

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What's your first name? These days, air travel rarely brings out the best in anyone. But hitting, threatening, or interfering with a crewmember working on an airplane violates federal law and can result in a felony conviction. The Federal Aviation Administration (FAA) can also impose substantial fines.

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What causes a disruptive passenger? “Many things can contribute to disruptive behavior, like a fear of flying, stress, delays, personal problems, alcohol, drugs and others,” Silva said. She added that on several routes between popular cities, she has to deal with more passengers under the influence of alcohol.

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